Experienced Full Stack Service Desk Engineer – Remote Desktop Support for National Managed Service Provider

Are you a highly skilled and empathetic IT professional looking for a challenging and rewarding remote work opportunity? Do you have a passion for delivering exceptional customer service and technical support? If so, we invite you to join our team as a Full Stack Service Desk Engineer, providing remote desktop support to our clients across the country.

About Us

At Mpathic, we're dedicated to helping enterprises achieve their mission by delivering world-class omnichannel contact center services. We believe that technology should enhance humanity, not replace it. Our team is passionate about making a positive impact on people's lives, and we're looking for like-minded individuals to join our ranks.

Job Summary

As a Full Stack Service Desk Engineer, you'll be the primary point of contact for our clients, providing technical support and troubleshooting for a wide range of IT-related issues. You'll work closely with our team to resolve complex problems, collaborate with external vendors, and ensure that our clients receive the highest level of service.

Responsibilities

* Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations

• Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments
• Install and configure operating systems for Windows Servers and Desktop systems
• Isolate and resolve hardware and software problems involving applications, operating systems, hardware, communications infrastructure, or any combination thereof
• Contribute to computer and network security using a variety of security-based software products and hardware appliances
• Provide corporate networking and infrastructure device(s) support, especially as it relates to end-user devices
• Provide 2nd and 3rd-level contact and problem resolution to hardware, software, and applications issues for customers
• Resolve user-reported technical issues using available resources while following documented procedures and policies
• Explain computer and software operations to technical and non-technical users
• Document, track, and monitor problems to ensure timely resolution with our internal systems (RMM and case tracking systems)
• Serve as liaison between customers and external support staff to ensure accurate problem interpretation and maintain communication with customers during the problem resolution process
• Work with third-party IT vendors, providing management and oversight
• Perform other duties as assigned

Requirements

* Empathetic attitude and excellent communication skills

• Experience working as a Windows System Administrator or similar IT Service Desk role
• IT customer service experience in a fast-paced help desk or customer contact environment
• High School Diploma or equivalent required; college degree preferred
• Industry-standard certifications (MCSA, Security+) or related experience may be substituted in lieu of a degree
• Related certifications (A+, Net+, MCP, MCSE, CCNA, CCNP)
• Must be authorized to work in the US

Knowledge and Skills

* Microsoft Products: Windows 7/10, Server 2012, 2016, 2019 Microsoft Exchange (on premise and O365)

• Email security (O365 and third-party)
• Active Directory, including Azure AD
• Azure Administration
• Windows server roles, DNS, DHCP, RDS, etc.
• PowerShell scripting
• VMWare or Hyper-V
• Remote management of PCs
• PC hardware (laptops and desktops), printers, scanners, computer peripherals
• Domain setup and maintenance
• Office 365 administration and licensing
• Creating and installing SSL certificates
• Strong interpersonal skills, ability to work autonomously and on a team

Work Environment and Culture

As a remote worker, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks. We offer a collaborative and supportive work environment, with opportunities for growth and development.

Compensation and Benefits

* Competitive salary: $40,000 - $50,000 per year

• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development

How to Apply

If you're a motivated and experienced IT professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!

Equal Employment Opportunity

Mpathic is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.

Application Process

Ready to join our team? The first step is easy. Click the link below to apply now, and we'll be in touch soon! Apply To This Job Apply for this job